72-400 Surveillance Agent

The Surveillance Agent is responsible for protecting the integrity of gaming operations by monitoring activity across the property to ensure compliance with gaming regulations, internal controls, and enterprise policies. This role supports regulatory adherence, asset protection, and guest and employee safety through continuous observation, documentation, and reporting. A successful Surveillance Agent demonstrates exceptional attention to detail, discretion, and professionalism while contributing not only to risk mitigation, but also to recognizing positive employee conduct and operational excellence. This position serves as an entry point into gaming compliance and surveillance operations, offering long-term career development within a highly regulated environment.

*Important Notice | Employment Restrictions: Pursuant to applicable gaming regulations and the tribal-state gaming compact, individuals assigned to the Surveillance Department are prohibited from transferring to or being employed in any other department after performing surveillance duties. This restriction is intended to preserve the independence and integrity of the surveillance function and applies to both internal transfers and future reemployment with UMCH following separation from service.

Key Accountabilities­

Regulatory Surveillance & Compliance Monitoring: Monitor casino operations through surveillance systems to ensure compliance with gaming regulations, tribal-state compact requirements, internal controls, and UMCH policies. Identify, document, and report deviations, suspicious activities, and potential regulatory violations.

Title 31 & Anti-Money Laundering (AML) Support: Observe and report transactions, behaviors, and patterns relevant to Title 31, BSA, and AML requirements. Escalate potential structuring, suspicious financial activity, or reporting thresholds in accordance with established protocols and regulatory expectations.

Incident Detection, Documentation & Reporting: Accurately document incidents involving guests, employees, and operations. Prepare clear, timely, and objective reports that support investigations, regulatory reviews, and internal decision-making.

Operational Integrity & Risk Awareness: Identify vulnerabilities in operational procedures, internal controls, and security practices. Report systemic risks, trends, or control weaknesses to support continuous regulatory and operational improvement.

Positive Performance Recognition & Professional Conduct Reporting: Observe and report instances of exemplary employee conduct, outstanding guest service, policy adherence, and professionalism. Support a balanced surveillance function that recognizes operational excellence in addition to identifying risk or noncompliance.

Interdepartmental Coordination & Confidential Support: Work collaboratively with Security, Finance, Cage, Human Resources, Gaming Operations, and other leadership as required, while maintaining strict confidentiality and independence in surveillance functions.

Surveillance Systems Operation & Evidence Handling: Utilize surveillance technology, camera systems, recording equipment, and monitoring platforms effectively. Ensure proper retention, tagging, and retrieval of video and documentation for investigative or regulatory use.

Discretion, Neutrality & Professional Judgment: Maintain strict impartiality, objectivity, and discretion in all observations and reporting. Avoid assumptions, bias, or speculation; rely solely on verified facts and documented evidence.

Continuous Learning & Regulatory Awareness: Maintain working knowledge of gaming regulations, internal policies, Title 31 requirements, and evolving compliance standards. Participate in required training and demonstrate adaptability to regulatory updates.

General Expectations

Surveillance Department Expectations

• Maintain the highest standards of integrity, confidentiality, and regulatory compliance, strictly adhering to gaming regulations, Title 31 requirements, and all internal controls while preserving the independence of the Surveillance function.
• Perform all duties with professionalism, discretion, and emotional discipline, ensuring sensitive information, observations, and investigative matters are never disclosed outside authorized channels.
• Demonstrate exceptional attention to detail, objectivity, and focus during monitoring and reporting activities, avoiding speculation and relying solely on factual, documented observations.
• Contribute to a culture of accountability, continuous learning, and balanced oversight that supports both regulatory enforcement and recognition of exemplary conduct across the enterprise.

Reliability and Positive Attitude

• Maintain dependable attendance and punctuality, demonstrating reliability in fulfilling your role.
• Be willing to work extended hours, irregular schedules, weekends, and holidays as needed to meet business demands.
• Perform other duties and projects as assigned, showing flexibility and adaptability.
• Attend and actively participate in all company-assigned trainings to enhance skills and knowledge.
• Approach all tasks with a positive attitude, contributing to a pleasant work environment and enhancing guest experiences.
• If you make a mistake, make it in favor of the guest or the employee, never the house!

Customer Service Excellence

• Create memorable guest experiences by providing outstanding service that leaves a lasting positive impression on all of UMCH's visitors.
• Always engage by interacting warmly and professionally with all guests, making them feel welcome and valued.
• In every situation, seek to “find a path to yes.”
• Anticipate guest needs and respond promptly to requests, ensuring high levels of satisfaction.

Teamwork and Collaboration

• Work collaboratively with colleagues to ensure seamless service.
• Treat all team members with mutual respect, professionalism, and commit to hold yourself and your team accountable to the UMCH values of Integrity, Team Engagement, Drive to Succeed, and Service Excellence.
• Communicate effectively with team members to coordinate tasks and provide a cohesive entertainment experience.
• Support team members by assisting when needed and sharing responsibilities. Take ownership!

Attention to Detail

• Maintain high standards of quality and presentation in all aspects of your work.
• Follow all established SOPs diligently and with great care.
• Monitor the grounds, equipment, and supplies, promptly reporting any issue to ensure smooth operations and a welcoming environment for our employees and guests.

Communication

• Communicate clearly and professionally with guests, team members, and management.
• Listen actively to guest feedback and concerns, addressing them courteously and effectively.
• Seek to maintain a general knowledge of all events and promotions at the casino and be prepared to communicate such information to customers.  

Ethical Conduct

• Uphold the highest standards of honesty and integrity in all professional activities.
• Adhere to all UMCH policies, procedures. Adhere to all federal, state, and tribal regulatory requirements.
• Demonstrate ethical decision-making and behavior in all interactions. 
  
  Physical & Mental Requirements / Work Environment

Surveillance personnel perform their duties in highly secure, restricted-access environments requiring prolonged concentration, vigilance, and strict adherence to gaming regulations and internal controls. Work is primarily conducted in a surveillance control room or similarly secured locations under continuous or periodic regulatory oversight.

The role requires the ability to remain seated or stationary for extended periods while actively monitoring multiple video feeds, reports, and systems simultaneously. Occasional walking between secured areas may be required. Employees must be capable of operating computer systems, cameras, recording equipment, and reporting software for extended durations.

Mental requirements include sustained focus, strong situational awareness, emotional discipline, and the ability to remain objective and composed in high-accountability environments. Surveillance personnel must be able to interpret visual data, detect subtle behavioral patterns, and respond appropriately to irregular or suspicious activity without bias or speculation.

Employees must demonstrate sound judgment, discretion, and the ability to maintain confidentiality while working under pressure and in time-sensitive situations. Adaptability to shift work, including nights, weekends, and holidays, is required due to the continuous nature of surveillance operations.

The ideal candidate should be able to fulfill all physical and mental aspects of the job, with or without reasonable accommodation.

Policies and Procedures

Employees are expected to perform their duties ethically and in full compliance with all casino and departmental policies, procedures, standard operating procedures (SOPs), and minimum internal controls. Compliance with all applicable federal, state, and Tribal regulations is mandatory. Each employee is responsible for understanding and adhering to these guidelines, and for helping maintain a safe, secure, ethical, and legally compliant work environment.

Safety

Expected to promote and practice a clean, safe, healthy accident-free and friendly work environment for guests and employees; to adhere to all Casino, its affiliated grounds, and all other departmental safety policies; to work in a safe manner; to be alert to and report/document observed, known, or possible safety hazards, conditions or unsafe practices or procedures to appropriate management.

Disclaimer

This description of responsibilities, requirements, and duties is only a summary and not intended to include or be inclusive of all such duties, responsibilities, and requirements that may be assigned or required in the performance of the job as listed herein. Management reserves the sole right to add, modify, or exclude ay essential or non-essential duties, responsibilities or requirements at any time with or without notice and to assign duties as deemed necessary. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

Nothing in this position description, or by the completion of any duty, responsibility, or requirement of the job by the employee, is intended to imply or create a contract of employment of any type, or to be interpreted to constitute a contractual obligation of any kind or contract of employment between or with Ute Mountain Casino Hotel (UMCH), and any of its employees or management.

In most cases, employment with UMCH is contingent upon the successful and timely completion of the Ute Mountain Ute Gaming Commission and the Colorado Division of Gaming licensing requirements including but not limited to disclosure documentation requesting personal and work history information, criminal history, references, fingerprints, and identification documents. Position requires payment of licensing fees prior to employment.

General

• Must be at least 21 years old and able to obtain and maintain a Ute Mountain Ute Gaming Commission Support License.
• Must demonstrate exceptional discretion, integrity, and professionalism at all times.
• Must be able to work flexible schedules, including nights, weekends, holidays, and overnight shifts.
• Strong written and verbal communication skills, with the ability to clearly document observations and incidents.
• High level of reliability, confidentiality, and ethical judgment.
• Ability to maintain focus and composure in a high-accountability, regulated environment.

Education

• High school diploma or GED required.

Experience

• This is an entry-level position; prior surveillance, security, gaming, or compliance experience is helpful but not required.
• Prior experience in a casino, security, or regulated environment is a plus.
• Experience requiring sustained attention to detail and rule-based decision-making is beneficial.
• Previous Tribal gaming experience strongly preferred.

Knowledge, Skills, and Abilities (KSAs)

• Knowledge or willingness to learn gaming regulations, Title 31, and internal control procedures.
• Skill in observing, documenting, and reporting unusual or suspicious behavior with clarity and objectivity.
• Ability to remain impartial, detail-oriented, and composed under pressure.
• Ability to use surveillance systems, computer applications, and reporting tools effectively.
• Ability to recognize both compliance risks and exemplary employee performance.